International Service Operations Management
Semester One Online Take-Home Assessment, 2022
QUESTION PAPER
Answer only two (2) from three questions.
Apply critical thinking and illustrative examples. Each of your essay responses should be 500-700 words long – exceeding maximum word count will incur a penatly. Students must include the most relevant course theory concepts and discuss them appropriately in their answers. Assessed on: Coverage of relevant issues; depth of critical analysis; and communication quality/writing. Bullet point responses without the appropriate detail will be awarded only partial marks.
Question 2. (20 marks)
Briefly explain the philosophy of Total Service Operations Management and how it may help with successful service operations managment.
Critically discuss the importance of lean service operation principles in the context of Total Service Operations Management.
Use appropriate course reading materials, specific company examples and case(s) covered in this course to illustrate your answer.
Question 3. (20 marks)
Briefly explain the importance and implications of developing an organisational culture that embraces continuous improvement and change to achieve successful international service operation.
Critically discuss the paradigm shift (change in the basic operating culture) that is needed to develop exceptional service operations for most firms.
Use appropriate course reading materials, specific company examples and case(s) covered in this course to illustrate your answer.
